We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 360264 results
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Decision Reference DRN-5363766
28 Feb 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5363766 The complaint Mr and Mrs W complain about the decision made by Advantage Insurance Company Limited to refuse to pay the full costs of a windscreen replacement claimed for on their motor insurance policy. Mr W has been the main point of contact for this complaint and so for s... (2 pages)View decision -
Decision Reference DRN-5349790
28 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5349790 The complaint Mrs M has complained about the handling of a claim under her buildings insurance policy by AXA Insurance UK Plc. What happened The background to this complaint is well known to the parties so it serves no purpose for me to repeat it in detail here. In summary M... (2 pages)View decision -
Decision Reference DRN-4865831
28 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4865831 The complaint Mr S is unhappy that Santander UK Plc declined a Section 75 claim that he made. What happened In January 2023, Mr S booked a holiday via a well-known holiday provider for his family and himself and paid the holiday cost of approximately £1,800 using his Santand... (3 pages)View decision -
Decision Reference DRN-5363475
28 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5363475 The complaint Mr T complains about how Healthcare Finance Limited (‘HFL’) responded to a claim made to it in respect of dental treatment paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) this is no... (7 pages)View decision -
Decision Reference DRN-5167153
28 Feb 2025 Finance Shop Ltd UpheldPensions and AnnuitiesDRN-5167153 The complaint Mr W complains that Finance Shop Ltd trading as Finance Shop (Finance Shop) mis- advised him about transferring a pension and the investments in the new plan causing him losses. He wants compensation for the losses incurred. What happened Mr W says he approach... (12 pages)View decision -
Decision Reference DRN-5258607
28 Feb 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5258607 The complaint Miss D complains about the way Astrenska Insurance Limited trading as Collinson Insurance handled a medical expenses claim she made on a travel insurance policy and about its refusal to extend the policy term. Miss D’s represented by Mr D. What happened The bac... (4 pages)View decision -
Decision Reference DRN-5218379
28 Feb 2025 Santander UK Plc Not upheldMortgagesDRN-5218379 The complaint M and Mrs L complain that Santander UK Plc unfairly refused their application to port their mortgage product to a new property. As a result, they incurred an early repayment charge (“ERC”) when they moved. What happened Mr and Mrs L had a mortgage and a fixed r... (3 pages)View decision -
Decision Reference DRN-5089692
28 Feb 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5089692 The complaint Mr K has complained about the way American Express Services Europe Limited (“AESEL”) dealt with his request for money back. What happened In August 2022 Mr K paid around £1,500 using his AESEL credit card for dental treatment from a supplier I’ll call “S”. Mr ... (4 pages)View decision -
Decision Reference DRN-5363641
28 Feb 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5363641 The complaint Mr S complains he was treated by unfairly by Advantage Insurance Company Limited (‘Advantage’) and threatened with the cancellation of his car insurance policy after a third party made a claim which he denied involvement in. What happened In June 2024 Advantag... (4 pages)View decision -
Decision Reference DRN-5363484
28 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5363484 The complaint Miss S complains Revolut Ltd won’t reimburse money she lost when she fell victim to a scam. What happened In April 2023 Miss S came across a success story on social media involving crypto trading with an organisation I will refer to as C. She researched into t... (10 pages)View decision
